An Omnichannel Approach to a Better Customer Service Experience

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Positive, efficient customer service can make or break your business. Your marketing department may turn cartwheels to onboard new customers. But if you lose them because of mediocre customer service, those efforts will have been wasted. Many companies have answered the challenge by turning to an Omnichannel solution for Microsoft Dynamics 365 Customer Service.

Customers generally engage with your service reps when they need assistance with an order. Sometimes they are unhappy with a product or service. They want to know how you’re going to fix the problem. They may come to you with a negative attitude. What can you do to turn the situation around and leave them feeling good about doing business with your company?

First of all, customers want you to be responsive, and they don’t want to wait. Because customers may contact your business across multiple channels (e.g., phone, email, text, online chat, or social media), efficiently handling cases can be tricky. To handle a case, you need to have all the relevant data at your fingertips. For that, you’ll need the right tools.

Start with your systems

Effective customer service begins with a system that is easy to use – for both your service reps and your customers. You need a system that can consolidate information in a central location. You also need AI (artificial intelligence) tools that can direct your team to the best solution to a  problem.

Having all your customer’s order and service history available allows your team to determine quickly the best way to proceed. Your customer service reps will also be able to see what’s already been tried and, if necessary, pass the customer on to the appropriate person.

What system can handle that?  An Omnichannel solution powered by Dynamics 365 Customer Service and Western Computer.

Interact in multiple ways

The Omnichannel solution for Dynamics 365 Customer Service allows you to interact with customers and handle service cases via the web, phone, email, chat, and social media. You will have all your information collected in a single database. There will be no more delays while customers are passed from department to department and no more repeating the same information over and over again.  Take the frustration out of customer service and give your customers an experience that will inspire loyalty to your company.

Western Computer has produced a free, on-demand webinar: Dynamics 365 Customer Service – Cases, Self-Service, Omnichannel, and More. Our team of experts will show you real-life case examples of how the Dynamics 365 Omnichannel for Customer Service processes phone call requests for service and requests coming through an online customer portal.

Omnichannel for Dynamics 365 Customer Service goes beyond collecting data from the various channels. It also helps you create rules for routing cases to the proper resources. Track customer entitlements defining the level of support appropriate for each case. Measure your reps’ performances against established SLAs (service level agreements). All these features help your team respond rapidly and efficiently.

The solution also delivers AI that will search your shared knowledge base for documents addressing various types of service incidents. Documents can be forwarded directly from your website to customers who choose self-service.  Service reps can also use them to talk customers through resolving issues. AI can help generate scripts that direct your team with the questions to ask customers who have a product issue.

Features to help your reps and managers

Your entire team will appreciate the Omnichannel module dashboards that show stats on active cases, resolved cases, customer wait times, and other customer service KPIs. At a glance, see case prioritization, recent cases for each customer, documentation of conversations, case timelines and histories,  agent availability status, follow-up actions, etc.

You can also launch an automated chatbot, a virtual agent, that can engage customers, gather basic information, and point them to possible answers or the appropriate agent.

Pair Dynamics 365 Customer Service with Unified Service Desk 

Webinar presenters will give you their perspective on the use of Omnichannel in conjunction with Unified Service Desk for Microsoft Dynamics 365 Customer Service. The combination provides a configuration framework for easily building agent applications for use by call centers. You can assemble customer information from different areas of Dynamics 365 (e.g., sales, marketing, ERP) into a single desktop for a 360° view of customer interaction.

View the Dynamics 365 Customer Service – Cases, Self-Service, Omnichannel, and More webinar. Then contact our experts at Western Computer to learn how we can help you develop positive and efficient customer service experiences across multiple channels.

By Western Computer,




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